Complaints

This profile includes complaints for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peloton

  441 9th Ave Fl 6 New York, NY 10001-1663

• 

  Peloton

  140 W 23rd Street New York, NY 10011-9404

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order 4/20/2024 for 3 items. One of items received did not have the tag attached to it. Peloton's return policy says tags have to be attached for return. I contacted customer service 4/29/2024 to return the item with the missing tag and was informed that was impossible. I am currently stuck with an item I don't want and doesn't fit me because Peloton sent me an item without the tag.

  Business Response

  Date: 04/30/2024

  Thanks for contacting Peloton. We will review this complaint and reach out to the Member if we are able to provide an alternate outcome based on the information shared here.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-17-24, I purchased a new peloton bike. I received the bike on 2-23-24. The bike arrived damaged and the delivery driver advised me the bike was a refurbished bike and not a new bike. I immediately called the customer service and sent pictures and the representative also confirmed the bike was refurbished and apologized. The rep reassured me a new bike will be sent immediately, that was untrue and I had to call 2x to follow up and I finally received the replacement bike on 3-7-24. This bike appeared not damaged, however the bike will not display the metrics. I called customer service again, troubleshooting was done and I was finally told the monitor cord needed to be replaced. The rep ordered the cord and I was not charged. I attempted to use the bike once more and the same issue occurred. I called customer service and I was now told another piece for calibration needed to be ordered. I have not been able to use the bike since I had the bike and now since all the delays and horrible customer experience the company is refusing to refund the purchase and take back their damaged equipment. This company has deceitful practices and needs to be examined for penalties against praying upon individuals looking for an experience to a better lifestyle and exercising.

  Business Response

  Date: 04/29/2024

  We are very sorry to hear of this Member's delivery experience with the Bike as this is not the experience that we intend for our Members to have. In an attempt to help get this resolved as soon as possible, we will reach out to the Member and offer assistance with a replacement Bike to be delivered as soon as possible and let them know what we can offer to help better their experience. 

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Peloton bike in August 2021 and didn't have any issues with the screen until the last couple of months with software updates, when the bike screen became laggy and glitchy, and would need to be restarted upon trying to wake it. When I went to use it this week, it was stuck on the logo screen with a spinning circle around it, and wouldn't work after following the troubleshooting steps from Peloton. I let it sit to see if it was trying to finish an update, and when I went back to it, the screen wouldn't turn on at all. I again followed the troubleshooting steps from Peloton and nothing happened. I contacted customer service yesterday, and my only option was to purchase a replacement screen. I reached out today, and the ** rep had me try trouble shooting one more time, and then told me I could purchase the replacement screen with a 30% discount. I asked if the cost could be waived the one time since it was the unavoidable software updates that caused the problem, but the rep said she was unable to as it was out of warranty. I went ahead and did this as I need functioning equipment, but gave her feedback for the company that it was really disappointing that these are the policies regarding a known issue and that I've recommended the bike to friends and they have purchased, but that I can't in good conscience recommend them anymore when they may have to spend hundreds more for faulty equipment, regardless of warranty status. I had just finished paying off the bike with 0% financing through Peloton/Affirm literally a month or two ago, and now had to spend ~$300 to replace the screen that was functioning perfectly well prior to the company's recent software/firmware updates.The bike was used less than 100 times, and is the current generation of equipment. While it is out of warranty, the issue only occurred due to software/firmware updates. It's a known issue and there are numerous other cases online of this happening after software/firmware updates.

  Business Response

  Date: 04/28/2024

  Thanks for sharing this Member's feedback. We have reviewed this complaint and confirmed the Member's issue is related to an ongoing software issue in which our engineers have resolved since the Member's interaction with us. We have reached out to the Member to share our findings and provide our resolution to turn this experience around.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  The business responded to me via phone call and email and apologized as well as refunded the charge for the replacement screen. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Peloton bike and monitor from them approximately 4 years ago, everything has been working great until they sent me an upgrade for my monitor. I hit the upgrade on my screen and immediately the screen froze up and has not worked, cannot use or log in for the online classes.I called and the first person i spoke to on the phone said she would send out a technician to resolve the problem, we waited three weeks for the technician, he arrived yesterday, and did nothing but assure me that the screen is frozen and i need a new monitor, he even stated that the upgrade was the problem, that the older monitor could not handle the upgrade. this certainly seems like a scam to me!!!! So yesterday 4/25/2024 i called back the Peloton service center told me i needed to buy a new monitor for $400.00 and told me they would give me a $50. discount.So basically i need to buy a new monitor every couple of years, because of there upgrades, and i pay a monthly fee of $46.20 to be logged on to recieve there classes. I stated to them that i feel this is there mistake for sending my monitor such an advanced upgrade that would cause my monitor to freeze up and no longer work, after 45 minutes and asking to speak to a superviser that they had a program called after life trade in, but i would still need to pay $200. for a new monitor, I feel this is a scam and they should not have sent this upgrade to my monitor if was too much for my monitor.

  Business Response

  Date: 04/28/2024

  Our Support Team has sent this Member a courtesy replacement of their Touchscreen in an attempt to help better their experience. We expect for them to receive their new Touchscreen and be up and riding within the next week!

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023, my Peloton stopped working. My ******** have 1 Peloton in our home. When the bike stopped functioning, I went online & the only way I was able to get it reconnected to the subscription was to open an account. My wife was out of the *********** didn't realize she already had an account. So I didn't realize that we now had 2 accounts & Peloton was charging us twice monthly ($46.79) for only 1 bike, once on Amex & another monthly charge on ***** I never gave them authorization to charge my ***** When I called to advise them that they were billing us twice monthly for the same bike, they admitted that this was wrong, but only offered to refund 4 months of double billing. I would like to be refunded for ALL 8 months double billing.

  Business Response

  Date: 04/28/2024

  Thanks for contacting Peloton. We apologize for any inconvenience this may have caused. Our Support Team has shared our purchase agreement outlining our refund policy. Refunds are only issued within 60 days of billing and any concern must be raised within this timeframe.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a complaint raised (Complaint ID: ********* which has been closed as Peloton was actively doing something about the complaint, but as soon as I let the BBB Complaint close they then stopped responding. Please can we re-open this or at least continue the thread?This was the original details:My treadmill, which I have video evidence and photos was not working right. During the process of being on the tread mill it seemed to decide to go full speed and would not stop. This threw me off before I knew it, where I knocked myself obtained some injuries and ***** my back which has caused an issue with my back. I have a chiropractic report. The unit has extended warranty, and I raised all of this up with Peloton but no one has chased up on this or cares about the fix needed to my machine, which I can not use now for worry of further injuries or worse, or get back to me about the injuries I sustained. note the BBB site does not allow me to uploaded the videos showing the machine working incorrectly but allows me to upload the photos of the injuries, I can also obtain the full report from the chiropractor on the injuries and solution.

  Business Response

  Date: 04/30/2024

  We sincerely apologize for the delay in response. This case does remain open on Peloton's end and we will be notifying the appropriate parties for a follow up shortly. 

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi Thank you, hitting reject to make sure this stays open so that we can get their reply, and if I accept it closes, thank you.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. We have continued to work with this Member and can confirm that we have reached a successful resolution. We now consider this matter to be fully resolved....

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, April 19th. Annual Membership selected via app error. Charged $239.99. Reached out immediately to Peloton who advised they can't issue a refund (for their own services).

  Business Response

  Date: 04/23/2024

  We are very sorry to hear of this Member's experience. Provided memberships purchased via Apple are billed through Apple, our Support Team is unable to process refunds on memberships purchased through Apple. Our Support Team has advised this Member to contact Apple directly regarding their request for a refund. 

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peloton treadmill delivered without assembly & calibration. Not allowed to self assemble because the warranty will be void. They are making me wait almost a month(May 13or14) to send someone to assemble.

  Business Response

  Date: 04/22/2024

  We are very sorry to hear of this Member's incomplete delivery, since then our team has rescheduled this assembly for the soonest date available moving it up to this week!

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Peloton Support on 4/10 to share that my tablet was malfunctioning, rendering the bike unusable. I followed Support's suggested steps (power cycling, factory reset) multiple times, to no avail. Additionally, Support actually provided me with false information by saying that the factory reset was needed in order for the update to take place. In fact, the software update is what appeared to have caused the malfunction. With support I attempted to understand what actually went wrong with the tablet so that I could try to research the problem or at the very least know what caused it so that I could prevent a similar situation in the future. They could not provide me with this information, all they said was it was a bug. That confused me more because if it were a bug that would seem to suggest a software issue that Peloton could remedy and not a hardware issue that would require me to get a replacement touchscreen. After contacting Support three times, my questions remained unanswered and I was told my only option was to purchase a new touchscreen because mine was out of warranty. I don't mind paying for a new touchscreen, but my issue is that I still don't understand what went wrong and more importantly why/how this won't happen again. I contacted Support via phone on 4/17, the agent reviewed my previous chat logs and reiterated that my only option was to buy a new tablet. I explained the situation and my confusion surrounding what the actual problem was. He said that he didn't understand either, which in some ways was validating to hear, but also concerning because I was being told by the person that was supposed to be helping that he was just as confused as I was. He also shared that other members had reported similar problems after updates. I believe that Peloton's software update caused my tablet to malfunction and now instead of working with me to fix the problem, they are hoping I just buy a new tablet (that *** or *** not face the exact same issue.)

  Business Response

  Date: 04/22/2024

  Thanks for contacting Peloton! We are sorry to hear of the reported experience. One of our Support Supervisors will be contacting the Member directly to help reach an amicable resolution.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I spoke with *** in Support and she was fantastic. I'm very appreciative of her efforts. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my peloton bike for over 4 years with no problems and I take very good care of it, looks brand new. One day the metrics stopped working - cadence and resistance - while I was taking a class. The screen and everything was working perfectly fine. I contacted Peloton and they had me do a series of resets. After doing their resets my screen stopped working, giving me a message that said there is an issue with your bike, please unplug and plug back in. Unplugging did not work. My bike was now useless for some reason! I chatted with Peloton again, more troubleshooting, no luck. I was told to order new monitor cables. I received them, put them on, message was still there, bike still useless. Contacted Peloton again, told to order a sensor kit and calibration kit plus a technician would come out. Received my parts, looked everyday to get an appointment with a technician with no luck for weeks! Got the sensor on my bike, found out it was the wrong sensor and my problem wasnt the sensor anyways. Now I was told I need a new screen and still need the correct sensor even though it didnt fix my problem. I was charged for the correct sensor and told to keep the wrong sensor, why? Refund please? My new screen and sensor came, still no appointment available for a technician. Been over a month now my bike has been useless, all while Im still paying for my membership. Got new sensor and screen put on my Peloton by myself (34 weeks pregnant) since there are NO techs available. FINALLY my screen works again!! But now my resistance **** is not working!! Calibration and more unsuccessful troubleshooting, ** told to call so I can order more parts. How disappointing. Over $500 later. Unbelievable lack of help from Peloton! They are good at taking your credit card info to order parts that are useless unless you figure out how to put them on yourself because no one is coming to help you fix your problem. Maybe get less people on the support chat and more out helping people!

  Business Response

  Date: 04/22/2024

  Thanks for contacting Peloton. We are saddened to hear the Member's report of the experience they've received. Reviewing the account we can confirm that our team is working to complete swap which is scheduled this week. We are certain this will resolve the Member's issue and turn the experience around.